Team Lead Member Engagement

Club & Owner Services Asia is responsible for providing spectacular service and excellent response standards in line with our H.I.L.T.O.N. values as we communicate with our Japanese and Korean Club Members and Team Members.

This position is responsible for fulfilling the following responsibilities:

• Organize an online/classroom-style introductory training including communication and operational skills.
• Communicate to team and comply with team objectives, performance standards, and policies.
• Develop digital/print educational material and knowledge base.
• Work closely with the Training Team in Orlando and drive rollout of new program/projects. 
• Answer Club Counselors’ questions regarding best practices and Club program.
• Monitor Club Counselors’ performance, provide learning or coaching opportunities and take corrective actions.
• Identify individual and team skills gaps and suggest possible improvements.
• Prepare reports and analyze data to assist management in formulating targets for individuals and teams.
• Handle calls elevated by trainees during on-the-job training. 
• Support recruitment process to hire potential talents for Club.
• Perform any reasonable requests by management that supports the department’s mission and goals.
• Devise ways to optimize procedures and keep staff motivated.

Required Qualifications

• Minimum 5 years of experience of working in a customer facing environment/ Good knowledge of customer relations and conflict resolution skills
• Excellent verbal and written customer communication and computer literacy skills in Japanese and English.
• Ability to motivate, coach and inspire others.
• Outstanding communication and negotiation abilities
• A results-oriented approach.
• Excellent organizational and leadership skill
• Eligible to work in Japan

Preferred Qualifications

• Minimum 5 years of professional customer service experience preferably in an inbound call center environment.
• Strong English communication skills

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  チームメンバーの健康や財産形成を支援する福利厚生。

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  チームメンバーやご家族、ご友人向けの旅行および宿泊割引。

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  有給休暇や柔軟な勤務時間で、健康的なワーク・ライフ・バランスを実現。

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  楽しいアクティビティを通じて連帯感を高めるチームメンバー向けイベント。

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  多様性と包含性に取り組む偏見のない文化。

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  日々の業務で優れた実績を挙げたチームメンバーへのインセンティブ。